East Norwich Medical Partnership

Feedback

• Always difficult to get through

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  It is difficult to get an appointment. I had to wait 1 and a half hours on phone to make an appointment. Sometimes you get cut off.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to talk with our colleagues from Healthwatch after your flu clinic appointment. We were aware that patients were experiencing long delays getting through to the surgery. After talks with our telephone provider, we have made changes to the phone system and trained more staff to take calls at peak times. The time delays in answering the telephone will only be maintained providing we have sufficient staff, lets hope we do not have further COVID variants to contend with. Yours sincerely Carol Postle Compliance Manager

• Very Good

  5

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  Flu clinic today was very good.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for taking the time to do this. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Over two hours on the phone!

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  The flu clinic today at Sprowston was very good. Well organised and would get a 5 star rating. However it is not always this good. At Thorpe I spent 2 and a half hours on the phone to get an appointment, then had to wait 4 weeks for blood tests. It is always okay when you see a GP but getting in is dreadful.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for making time to speak with Healthwatch after your flu vaccination. We are sorry you have experienced exceptionally long waits on the telephone, we have been in talks with our telephone provider and made some significant changes to the telephone system. These came into place 10 days ago and we have seen excellent results. The maximum call wait has been reduced to approx 15 mins with calls often being answered well before that time is reached. The blood test appointments the wait for these escalated due to the national shortage of containers which was out of our control. Please do bear in mind that the practice is still working under pandemic guidelines, all appointments are telephone triaged and the patient is offered a face-to-face appointment should there be a clinical need. This will be clinician’s decision at the time of the call, and they will book the appointment. Yours sincerely Carol Postle Compliance Manager

• Difficult to speak on phone

  3

  Submitted by Collected at Healthwatch Norfolk event 25th October 2021

  I tried to call and email but ended up calling 111. Despite difficulties making contact the GP was good once I got in. The flu clinic today was run very well.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with our colleagues from Healthwatch. We have had difficulties with answering the telephones and website responses. This was due to staff leaving the practice, contracting COVID and annual leave. We have been in consultation with our phone provider and made some significant changes to the phone system which has enabled calls to be answered in a timelier way. We have also been successful employing more staff which has reflected favourably with the response times on the website and telephone. Yours sincerely Carol Postle Compliance Manager

• Straight forward and fine

  5

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  I attended the flu clinic, the appointment was on time and the staff were lovely. They communicated well with me. The surgery was nice and clean.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Very well organised

  5

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  I came with my wife to the flu clinic and didn't have an appointment but they fitted me in and gave me mine as well. I struggle to get through on the phone and the last time I called I was on the phone for an hour. Emails do not always get answered. It has always been bad so it is not just due to covid. The doctors are fine when you see them although it's frustrating when you are told by the doctor to have the pneumonia jab but then told by the nurse that I don't need it.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to speak with Healthwatch and for your feedback. I am very pleased to inform you we have made changes to the phone system which has enabled calls to be answered in a timelier way. Since making the changes the longest wait has been fifteen minutes but often answered before reaching that time. We have also been fortunate to employ more staff replacing those that had left over the summer, again this has reflected in the calls being answered but also the response on the website. We are pleased that both you and your wife have had you flu vaccinations and were very happy with the service we provided. Yours sincerely Carol Postle Compliance Manager

• Quick

  5

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  The flu clinic was quick and efficient, the staff are very good. I don't come often but when I do it's fine

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Well organised

  5

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  It was so speedy and well organised at the flu clinic. Everything was great.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. Yours sincerely Carol Postle Compliance Manager

• Flu clinic very efficient

  5

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  I found the flu clinic very efficient as they did extra things while I was here. I normally have trouble getting through on the phone and got missed off last years flu jab list. Staff when you get into the practice are professional and fine.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for your positive comments, which will be shared with the practice team. It is lovely to receive such kind words which are always appreciated, particularly whilst we are working through the pandemic and the additional work this has entailed. I am sorry to hear you were \'missed off last years flu jab list\' . Flu vaccinations are always given from October onwards, please ring the practice to book an appointment as you do not need to wait to be called by the surgery. This is providing you meet the criteria i.e. over 65 or have a long term health condition. Yours sincerely Carol Postle Compliance Manager

• Hard to get an appointment

  3

  Submitted by Collected at a Healthwatch Norfolk Event 25th October 2021

  Felt very safe at the flu clinic, it was very efficiently run and the staff were courteous. It is difficult to get an appointment and when I went in for a routine appointment with a nurse and tried to discuss a condition my physio had spotted I was told she was not interested as we are in the middle of a pandemic. They do not turn on the lights in the waiting room which makes the whole place feel very unwelcoming and leaves patients outside not knowing what to do. They are clearly understaffed.

• Reply from East Norwich Medical Partnership

  Dear Patient, Thank you for taking the time to answer Healthwatch questions. On behalf of the practice, I would like to say thank you for your positive comments regarding our flu clinics, which will be shared with the practice team. With regard to the other comments you have made please contact me at the surgery to enable an investigation to take place. Yours sincerely Carol Postle Compliance Manager